ComplaintsforSecond Nature Lawn Care

• Initial Complaint

  01/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I want you to be aware of how Second Nature operates their business. We canceled all services with them in June of 2021 and yet received a bill from a debt collector this month. For starters no one operates a business in this manner and secondly I had called to make certain our services were canceled and they assured me they were canceled. They said they had record of someone spraying our yard after this which did not happen we had cameras all around our home. I will never recommend them to anyone because that's not a faithful company to do business with.

  

  Business response

  01/26/2022

  Business Response /* (1000, 5, 2022/01/20) */ Contact Name and Title: Spencer W**** Contact Phone: XXXXXXXXXX Contact Email: *************@secondnature.net Hi ******, thanks for reaching out about this. I understand you don't feel like we did the services you're disputing from 6/8/21 and 6/11/21, and because of that you feel it is unfair for us to expect payment from you for those services. I can see where you're coming from, and we all agree that if we didn't do the applications it would be absurd for us to ask you to pay for them. We have a zero-tolerance policy for technicians "ghosting" lawns (leaving an invoice without doing the app), and we take accusations about that kind of thing very seriously. When a customer claims we didn't do a service that we've charged them for, there is a thorough internal investigation process we go through to figure out what actually happened ASAP so corrections can be made if needed. That process includes reviewing GPS records to make sure the tech was at the correct address for the expected amount of time, reviewing product usage reports to make sure the tech used the correct amount of product for the application, reviewing the video footage from the truck cameras of the technician doing the application, going back to check for evidence that product was applied (for example, dying weeds), etc. We followed the investigation process for the applications done on 6/8/21 and 6/11/21, and everything checks out just fine for the technicians. This is the first complaint either of them have received while working with us (they've both been with us for quite a while now), and they both genuinely care about doing a good job, so I was relieved to find ample evidence showing that they were both doing their jobs at the right place, using the right amount of product, over the right period of time. It's a one-strike-you're-out kind of situation when it comes to ghosting lawns, and our systems make it very difficult for the techs to ghost lawns without it immediately becoming evident (it would legitimately take more effort for them to ghost than it would to just do the application). Eric and Gary are truly great guys, and even after having known and worked with them for this long I can't speak highly enough of them or of their work. I understand you feel like you're being scammed or that there has been some sort of injustice happening here, but I want to stress that nobody here really cares that much about getting your $134.43 from you, you've just been sent to collections for refusing to pay the bill for services you signed up for. I know you've said you had cancelled before the services on 6/8/21 and 6/11/21 were done, but we honestly had no clue that you wanted to cancel until you told us on 6/14/21. Please note that only one hour passed between you telling us to cancel your services on 6/14/21 and your services actually being cancelled (11:44am - 12:47pm). It's not like there is a lengthy cancellation process that you could have gotten stuck in or something like that, other than asking if there is anything we can do to keep you there isn't anything really involved in cancelling services other than letting us know, so I find it hard to believe there was any request to cancel prior to 6/14/21 (I'm very open to being proven wrong here if you have evidence to the contrary). You had paid for your April services on 5/20/21 without mentioning that you wanted to cancel, so we just did your next apps when they would normally be done just like we do with every other customer. That isn't us being shady, underhanded, unethical, or whatever we want to call it, that is us trying to stay on schedule with time-sensitive services we were under the impression you wanted. We were only under the impression you wanted the services because they were still active, you had been paying for them, and we hadn't been told to stop. We wouldn't have continued doing services if we knew you didn't want them, we don't like throwing money away by having to spend time dealing with this kind of stuff, so we try to make it really easy to start/stop services and we try to make it really clear what each service includes before we activate them (the details in the proposal email, the service breakdown when you log in online, the after-service emails sent after each app, etc.). I'm not sure how we were not on the same page about the programs you signed up for not being repeat services, the proposal email has "Please note: All program services roll over from year to year, season to season unless we receive written cancellation from you." highlighted in bright yellow at the top of the email, and everything mentioned after that discusses "price per application" and the schedule of apps included on the program. I apologize if we somehow misled you into thinking you were signing up for one-time services, but according to our records we had a conversation with you on 10/13/20 where we discussed the fact that you were on two programs so there was no need to call and schedule future services (because the programs run on a schedule). I've attached those account notes as well as the approval email itself so there is no need to take my word for it. From my perspective it really seems like you meant to cancel sometime between 5/20/21 and 6/8/21 but forgot to, and then you actually cancelled a few days after you got the bill for the two applications done on 6/8/21 and 6/11/21, but by then the apps had already been completed. I understand the frustration there, I once forgot to cancel my ********* subscription while out of town and wasted a whole $50 box of food. I obviously didn't want to purchase a box of food to just let it rot in front of my door for several days, but that doesn't change the fact that ********* is just following the schedule for my account that I opted into. They absolutely would have skipped that delivery had I asked them to, but I didn't ask so they didn't skip, which meant I had to pay for the rotten food. We don't want you or any of our customers to be unhappy with our services, but we can't allow people to just decide they don't want to pay for an application without at least a little push back, especially when we have plenty of proof that we did in fact do the application and nothing other than hearsay has been offered to the contrary. We've supplied our documentation supporting our side of the story, if you have some sort of evidence proving or even suggesting that we didn't do the applications please reach out to me through BBB or at *************@secondnature.net and I'll get your balance taken care of and fire the employees who didn't the apps. Alternatively, we have a satisfaction guarantee that states we will refund your last application if you're unhappy, so if you'll agree to pay the $85.82 for the mosquito application, we will waive the $48.61 for the flea/tick control application. I've taken any information that could be used to personally identify anyone out of the attached files, but if we need the original unredacted files for some reason I have them. You can also download the files mentioned in this email from this link: ************************************************************************************

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